Support

Log a support case

Accessing SDL Customer Gateway

It is our mission to provide all our customers with excellent customer service and support. As a customer with a current Support and Maintenance Agreement you will get expert assistance using our new improved support system - SDL Customer Gateway.

Login in to your SDL account, then on the support page click Get Support to access the SDL Customer Gateway portal and submit a support case.

Instructional videos for the support portal are available. They explain how to use SDL Customer Gateway to log a new support case, and how to check the status of existing cases.

Free installation and licensing help

If you do not have a Premium Software Maintenance Agreement and you would like free licensing and installation help, click here. Your request is treated the same as a medium-priority incident covered by Support and Maintenance Basic (PSMA Level 1). We will try our best to respond to your request within 2 working days.

Alternatively, you can find useful articles that provide step-by-step instructions on solving common installation and licensing issues in the Knowledge area of SDL Customer Gateway.

Support testimonials

Geneviève Gillet-Ghenne

Freelance Translator & Proofreader

Many thanks for your help and kindness! You’re a great team! Not the first time I called for help and I must say I am really impressed by the quality of the support provided.
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Ralf Lemster

Managing Partner, Ralf Lemster Financial Translations GmbH

As an experienced SDL Trados user I like to be able to rely on the support of the SDL Language Technologies - especially with complex files and 'exotic' formats.
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Chun-yi Chen

Freelance Translator

I have a support contract with SDL. Although I didn't feel like paying extra for technical support before, I have been using this service so much that it really is worth the money I put in.
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Aurelia Heilwagen

Managing Director, Heilwagen Übersetzungen

The SDL Support Team has been very engaged in fixing a customer's termbase. Thanks to fast and professional help we were able to deliver a major translation order in a timely manner and the customer saved 3,600 Euro.
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